Marketplace Customer Service Specialist (Amazon / Shopee)

Job Title: Marketplace Customer Service Specialist (Amazon / Shopee)

Location: Sunway Visio Tower, Kuala Lumpur | 3:00 PM – 12:00 AM MYT, Mon–Fri + weekend rotation.

About the Role

We manage post-sales customer support across major e-commerce marketplaces. This is not a generic contact-centre role — you'll independently own buyer disputes, returns, refunds, and platform relationships, applying the correct policy for each marketplace without relying on scripts.

Before you apply — this role requires:

• Direct, hands-on experience handling tickets or buyer messages on at least one marketplace platform (Amazon, Shopee, Lazada, or similar) — not general call-centre/BPO experience alone.
• Demonstrated use of AI in your own workflow — e.g. a reusable prompt or process you built for case summarisation, policy research, or SOP drafting, that you can explain and show the impact of.
• If you don't have both of these, please don't apply — we will not progress applications without them.

What You'll Do

• Handle daily tickets and buyer messages within each platform's required response window,
• Resolve returns, refunds, replacements, cancellations, and disputes by applying the correct platform policy and fulfilment model.
• Monitor ratings, reviews, and account health; escalate patterns that create reputational or PR risk.
• Act as post-sales owner for assigned platforms — maintain SOPs, train T1, and coordinate with product, logistics, and operations teams.
• Analyse ticket, ratings, and feedback data yourself to spot trends and drive follow-up actions.
• Use AI tools for drafting, research, and summarisation — with manual verification before anything reaches a customer.

Requirements

• 1–3 years of customer service experience, including clear frontline marketplace experience.
• English proficiency at C1 level or above.
• Able to recognise abnormal return behaviour, refund abuse, and other risk indicators.
• Able to independently pull and analyse marketplace reports and data.
• Structured problem-solving and sound judgement on ambiguous, policy-sensitive cases.
• A specific example of taking ownership for a customer beyond routine script execution — including the decision you made and its consequence.

Nice to Have

• Chinese language proficiency.
• Experience handling account-health issues or coordinating directly with marketplace operations teams.

To Apply

Include, in your application or cover note: (1) which marketplace(s) you've worked on, and (2) one specific AI workflow you've built and what it improved. Applications without these will not be shortlisted.